Estevan M. Olivas
Summary
Professional leader with proven track record in driving organizational success. Demonstrates strong focus on team collaboration and results, adapting seamlessly to changing needs. Expertise includes strategic planning, operations management, and effective communication. Known for reliability, leadership, and ability to inspire and guide teams towards achieving goals.
Overview
27
27
years of professional experience
Work History
Director/Owner
Lobo Hospitality Consultants
10.2018 - Current
- Provide independent consultation and logistical guidance in all forms to companies associated with the Hospitality/Tourism/Special Event industries.
- Brands serviced include Hyatt, Marriott, Hilton, APA, Choice, Wyndham, IHG, HHS, New Mexico United, Bushiroad, and New Japan Pro-Wrestling among others.
Guest Service Manager
Sheraton Albuquerque Airport
09.2021 - 04.2023
- General overseer of all management and staff in front office, Bell/Valet, and PBX/Reservations
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
Director Of Services
Marriott Vacations Worldwide
09.2019 - 05.2020
- General overseer of all management and staff of the Housekeeping department at the Hyatt Highlands Inn/Hyatt Residence Club Carmel.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Increased productivity levels by implementing time-saving strategies such as enhanced scheduling methods or task prioritization techniques.
- Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
- Managed budgets for labor, supplies, and equipment, optimizing resource allocation while maintaining service excellence.
Executive Housekeeper
Mastercorp Resort Housekeeping Services
06.2016 - 10.2018
- Site manager of the housekeeping department representing MasterCorp at Villas De Santa Fe. This is a timeshare resort operated by Diamond Resorts International.
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Conducted regular inspections of guest rooms and common areas, ensuring adherence to established quality standards.
- Developed and implemented effective training programs for new hires, resulting in a well-prepared and competent staff.
Transportation Manager
Denver Airport Marriott at Gateway Park
07.2015 - 02.2016
- General overseer of the transportation department that services the Denver Airport Marriott at Gateway Park, Hilton Garden Inn Denver Airport, Aloft Denver Airport, and Residence Inn Denver Airport.
- Managed a team of drivers, providing support and guidance to improve performance and productivity.
- Maintained compliance with all regulations, avoiding fines and penalties for the organization.
Regional Director of Operations
Allied Hotels Group LLC
04.2014 - 10.2014
- General overseer of management and staff at four separate hotel properties owned by our management group. These hotels include the Hampton Inn and Holiday Inn Express Tucumcari, Hampton Inn Santa Rosa, and the Best Western Palms & Suites located in Lubbock TX.
- Standardized operational procedures across all regional locations to ensure consistency in quality and performance.
- Ensured successful project completion by establishing clear objectives, milestones, and communication channels.
Front Office Manager
Amara Resort and Spa
02.2013 - 07.2013
- Management of the Front Office, Bell/Valet, and Reservations.
- Handling of all guest service complaints/issues/inquiries.
- Main Manager On Duty at this AAA 4 Diamond rated property.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
Front Office Manager
Eldorado Hotel and Spa
11.2011 - 09.2012
- Management of the Front Office, Concierge, Bellman, Valet, and PBX/Call Center/Reservations.
- Main participant in the hotel Manager On Duty program at this AAA 4 Diamond rated property.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Sales Manager, Auditor
Country Inn and Suites
11.2008 - 06.2011
- Assist hotel guests with all check in and check out procedures plus any guest service inquiries.
- Handle overall audit of guest listings and revenue brought in to the hotel on a daily basis.
- Active in seeking and booking groups for both the meeting space and room of the hotel.
- Representing the hotel at professional and community functions in the Albuquerque area and around the country.
Night Auditor
Best Western InnSuites
06.2005 - 07.2009
- Assisted hotel guests with all check in and check out procedures plus any customer service inquiries.
- Handled overall audit of guest listings and revenue brought in to the hotel on a daily basis.
- Assisted in the Sales office during early years of tenure.
Lead Concierge
Sheraton Albuquerque Airport
04.2006 - 02.2008
- Assisted hotel guests with all questions about the hotel and the City of Albuquerque. Serving of Food and Beverages in the Concierge Lounge.
- Maintained detailed guest profiles to provide personalized recommendations for return visitors based on previous preferences noted during prior stays.
- Created customized itineraries tailored to guests'' preferences, ensuring memorable experiences during their stay.
Multiple Positions
Hyatt Regency Albuquerque
02.1998 - 01.2007
- Assisting guests in all areas of the hotel with primary amount of work coming in Guest Services.
- Past and interim departments include Convention Services, Front Desk, Concierge, Reservations, PBX, Housekeeping, Banquets, Restaurant, Valet/Bell, and Security.
Education
No Degree - Hospitality And Tourism
Central New Mexico Community College
Albuquerque, NMHigh School Diploma -
Highland High School
Albuquerque, NM05-1996
Skills
- SABRE
- Hotel Concepts (IDPMS)
- Rezovations GT
- Opera
- Visual One
- Universal Desktop
- WinPM
- NiteVision
- MS Office
- Operations management
- Customer relations
- Business analysis
Timeline
Guest Service Manager
Sheraton Albuquerque Airport
09.2021 - 04.2023
Director Of Services
Marriott Vacations Worldwide
09.2019 - 05.2020
Director/Owner
Lobo Hospitality Consultants
10.2018 - Current
Executive Housekeeper
Mastercorp Resort Housekeeping Services
06.2016 - 10.2018
Transportation Manager
Denver Airport Marriott at Gateway Park
07.2015 - 02.2016
Regional Director of Operations
Allied Hotels Group LLC
04.2014 - 10.2014
Front Office Manager
Amara Resort and Spa
02.2013 - 07.2013
Front Office Manager
Eldorado Hotel and Spa
11.2011 - 09.2012
Sales Manager, Auditor
Country Inn and Suites
11.2008 - 06.2011
Lead Concierge
Sheraton Albuquerque Airport
04.2006 - 02.2008
Night Auditor
Best Western InnSuites
06.2005 - 07.2009
Multiple Positions
Hyatt Regency Albuquerque
02.1998 - 01.2007
No Degree - Hospitality And Tourism
Central New Mexico Community College
High School Diploma -
Highland High School
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